InTheSwim

There customer service is the worst I have dealt with. I had to call them to find out where my stuff was after the allotted time for shipment. Come to find out there "SPIECAL TEAM" was supposed to call me about the prodocal on what was coming and what to look for and how to check everything and send an email, ( no email). So after getting a refund on some things my stuff started showing up after I had to call them. Now for the pool. I also had to call them because they refunded our pool without an email, or phone call saying the vendor canceled the order. So once again I had to call them and ask why they refunded the pool and the answer I got was I don't know. Are you serious! I am at ah right now. I have never dealt with such stupidity and not knowing what was going on in my life with any company.

I bought a new filter and sand for the filter on August 9th. I received all except 1 50 lb bag of sand, without that sand I could not install my new filter. Three different customer service representatives tole me they would reship - 17 days later still no sand. Today I requested a refund they told me they would let me know in a few days. Three customer service representatives refused to let me speak to a supervisor. Finally someone put me through to a supervisor that was rude, told me it wasn't their fault and refused to send me an email stating they would refund my money. Don't buy from this company if you actually want to receive products you pay for.

This company is the worst for customer service we ordered a pool cover sent wrong size returned it they sent the same size said they would give a refund for us to send pool cover back no refund no pool cover this was oct 2021 $750 gone i have turned it over to BBB

The first time I called to order a couple pool closing products I was hung up on. Called back and it literally took 45 to place an order for shock and chlorine tabs. The rep was endlessly confused by "the new order system". I was actually told that I was the first customer that they were testing it out on. I had a catalog discount code which she could not figure out how to apply. There were long five minute silences while she did god knows what. She eventually ordered it for me but managed to charge me an additional $50 that could not be explained. Finally after 35 minutes I asked for a supervisor who was able to navigate the system and actually place my order. This was six days ago. As of today the order has not shipped. When I called to check on it all they could say was that the products had been "allocated". They suggested that I call back in a few days to see if anything changes. I sure hope upper management fixes this before the entire operation tanks, not sure what the hell happened to what was once a fairly straight forward place to get your pool supplies.

Do not count on your pool cover to last more than a year or two, and PLEASE do NOT think that the 2/10 year warranty means ANYTHING but a waste of your time!
The FIRST year, there was signs of "degradation" (in their terminology) towards the outside excess of the cover... ok, I can still use it. The second year... the top of the cover had multiple holes and fiber separation... due to degradation (the wearing down of the material) or in layman's terms. Poor quality!
My cover isn't even 2 years old yet, but when I emailed to them to have this cover replaced, I was told that the damage to the cover was "due to Mother Nature" and not covered. I'm sorry... WHAT? What the heck is a winter pool cover supposed to prevent? Rainbows n lollipops?
I live in southern NJ... we had NO SNOW, so they can't even blame it on a harsh winter!
Bottom line... if you want a disposable cover, and have money to throw away, this is your place!
I replaced mine at 1/2 the price on Amazon. I will never order from this company again!

I have ordered in the past several times. I ordered a closing kit, never got it. Their customer service SUCKS, no credit no nothing be careful ordering from them they will not make it right!

I ordered a New Spa Blower through Amazon. In The Swim was the seller. The item I paid for was to be new from the manufacturer. They shipped a used, broken, tampered with item. I have brought this to the attention of In The Swim, Amazon. The BBB, etc. In The Swim refused to exchange or refund. Now I want my money back and I am working on getting them removed from Amazon. If you look at the BBB, this site and some others it becomes clear that this is how In The Swim does business. They do not care about customers. They are running a scam and burning customers. Do not use them no matter what. Do yourself and all the other customers a favor and buy pool products elsewhere. Pictures show damage to the housing and a missing bolt. Also, the machine turns on for a split second then turns off due to whatever the previous owner did to it. I have sent all documentation to In The Swim and Amazon and so far In The Swim has completely refused to help. They said to use the manufacturer warranty. The warranty was voided by the previous owner. Amazon hasn't been much help either.

I purchased a pump/filter combo the first week of july. A week later, my package arrives. No pump. Just filter. I called customer service and told them my problem. They asked for a pic of the missing part... um...? I sent a pic of the filter and empty box. I was then told 'we will get this taken care of asap.' 4 business days later, i called to get an update. Im glad i did. I was asked if i shipped the filter back yet. I explained no one told me to send the filter back... and why would i bc it is half of my order. Then i was told that intheswim had sent me a return shipping label... they had not. On 7/14 i was told that they would send me a return label within 72 hours... im supposed to ship my filter back... so they can ship me the same filter and a pump. Not sure why i have to wait 72 hrs or a label. Its been 36 hrs so far... and nothing.

Im glad i had a cheapo spare pump. If i did not, my pool would be green bc of intheswim's mistake and questionable customer service. Not what i expected after dropping over $600.

We were looking for a pool for the summer and we found one that was "in stock" and they said it would come in 3-10 buisness days. Then, they said it would come about a month later. It never did and we canceled our order, because at that poiny we knew it was never really in stock. But getting the money back was the most annoying part. One of the employees said the company had to "approve" our cancelation and it would take 3-10 buisness days to get back. We are still waiting for the money and we had to call the bank. Worst experience ever. All five of my kids were very dissapointed. Never to use again. Just a web of lies

Ordered two pool covers in September; one was a floating cover for safety of my small dog and the other was a mesh cover that lets water through but catches leaves. I never even got an order confirmation from them but received my order timely. However, it was missing the water bags that were supposed to come with the mesh cover. I called and spoke with Customer Service who researched my order, apologized for the mistake and told me that I would receive the water bags in about a week. They never came. Extremely disappointed, I contacted them again in mid November (after having to close my pool without the bags using ropes to tie the mesh cover down) and this time was totally lied to. The agent told me that he could not find my order, which I could not anymore either, and then after I sent him a photo of my shipping label off the box suddenly decided that the cover I ordered did NOT come with the water bags even though another agent had previously told me that it was a mistake and they would be sent. Evidently, someone was lying and I do know what I ordered. I did hours of research about what I wanted before I ordered. TOTALLY FEEL RIPPED OFF!

Had to order depth markers for pool. Website was unclear of adhesive. So, I contacted them and was assured adhesive came with item. Three different depths had to come from 3 different stores/warehouses. Got first shipment of 2 tiles today and noticed there was no adhesive. Immediately called company. Person in customer service had to speak with multiple people before telling me no, adhesive is not included. I asked if she knew what type of adhesive it was. All she could say was caulk over and over. Finally, I pushed more since there's several types of caulk out there and doubtful that the standard tube of tub and tile caulk would work. She placed me on hold a few more minutes and told me it was a specialized caulk they do not have in stock. So, it was determined order needed to be returned. The agent informed me that I would need to wait for all 3 shipments of these tiles to come in and I would have to call back with case number, repackage them, and drive them to the closest FedEx store 30 minutes from my house. Was also told a shipping label would not be available until I called the 2nd time. So, 30 minutes on the phone for them to determine they gave me bad information when placing order, a couple of weeks waiting for money to be refunded, 30 more potential minutes discussing a shipping label and asking again for refund, and 30 minutes dealing with repackaging and going to Fedex. The incompetence is unreal…For a moment I thought we were in a comedy skit. In the end, In The Swim will cost me over an hour of time. This is the first time placing an order with them and probably the last.

I ordered may 27 and the package was lost after chatting with a representative he told me that he will send a replacement as soonest possible 5 days later I asked again and I was told that the replacement was never shipped but that they will ship asap and the replacement was damaged by fed ex and that they will contact fed-ex and made a request to continue the delivery I contacted fed-ex yesterday and they said that there is no a request to continue the delivery and that I will get a refund Today is June 14,18 days later and I don't have the refund or the package this is ridiculous

Their customer service sucks been trying to get a replacement product since May and it is Sept now, I won't be using them more no more and wouldn't advise anybody else to

Had to replace the old solar cover (8mil) after 2 seasons... waited until the covers of 12-16mil were available and bought the 16mil. It arrived in 2 days from the time we ordered and placed on the pool (24 foot round). It only took 2 days of sunshine to raise the water temperature to 82 degrees. Used the pool, put the cover back on, and instead of the temp dropping, it raised another 2 degrees to 84. I like bath water - at 73 years young, I don't need a shock to my system by stepping into ice-water. This solar cover, in-spite of its weight, is awesome. Besides, the pool company that opens/closes our pool has to remove, fold, and store the cover for me. The cut of the solar cover is a bit larger than 24 foot round, we think it is about 25 foot but no worry, we keep one area sitting on the walkaround deck. We may/may not trim it down as the extra length came in handy with the last thunderstorm. We were able to use the leaf collector to pull the tree branches towards us to toss off the pool. Otherwise, they would have been at the bottom of the pool - Ugh!

You need a kindergarden diploma to work here! They do not know there a$$ from their elbow about pools!

I purchased a 9' x 18' x 52" rectangular Intex pool from in the swim in August of 2021, the package said it was the correct pool, so I just put it away until the spring. When I opened the box inside was the liner for a 10' x 20' x 48" pool, I contacted them about this and they said there was nothing they could do as it was past the 90 days, once I opened the rest I found it was the wrong pool, I paid $1300 + for a pool that sold for $1000. I tried again and said well you sent me the wrong pool, still past the 90 days. I then contacted the BBB and tried to go through them they asked me to send photos of what I received which I did and then they wanted more photos of what I sent photos of already, it was 3 to 4 months of just giving me a runaround and then they finally decided not to answer so the case was closed, nothing resolved I even asked if they would just refund me the difference, got nothing in return. I have also reported them to the FTC and hope that anyone else who has been screwed over by them does the same. My advice is if you should order from them make sure it's in Manufacturing packaging (mine was repackaged) and check it out immediately.

I recently ordered a pool closing kit from "In The Swim". The closing kit not only advertised chemicals to winterize your pool but "Bonus" air pillow for your pool as well - advertised for $33.00. Placed the order and later got a shipping notification showing a picture of only the air pillow only.

Received the air pillow only - not the chemicals as advertised. Called the company on a weekend and spoke to a person who spoke very poor English (don't call on weekends) who said he would take care of it for me. A few days later I got a new e-mail notification that the chemicals had shipped, with a small picture of the chemicals along with a price of $18.99. WTF - I already paid once for the pillow and chemicals I was not going to pay any more.

I waited for the chemicals and checked my credit card statement. Thankfully no additional charges (not yet anyway). The "Bonus" kit is definitely not worth the aggravation that goes along with a bait and switch scheme and the headache of whether I was going to be charged more.

Swim away and Swim away fast from "In The Swim"

Update: Inflated the pool float and closed the pool. A few days later the float had deflated. Had to remove the cover, attempt to find the leak on a 4x8 float. Inflated the float, glued the valve shut, and recovered the pool. A few more days later the float had deflated. So stay away from their pool floats as well.